Hi,
I am having problems with getting CCon to work with LDS.
The problem seem to arise from the fact that LDS is unable to link a consultcall with the original call. (CCON used by consult call takes precedence over CCON originally used by the inbound call)
Here is why it is happening:
1. Call enters call center and LDS sends the call to CCON_A
2. It then enters IVR (not monitored) and after a minute or so the call is forwarded to a Genesysenabled RP.
3. After call arrives to Genesysenabled RP, IVR completes the transfer.
Since consult call has a new CONNID from original call, LDS will not know that this call needs to be forwarded to the same CCon as the originating call and thus can route the interaction to CCON_B and not A for example. When IVR completes its transfer, LDS then links the original call with consult call and ... YES, decides to use CCON_B. This causes two entries in GCDR and messes up everything.
I have tried almost every option, including linkyoriginator, but it does not work. My last hope would be to place a unmonitored VDN behind VDN where IVR would be given plenty of time to complete its call, thus when the call pops up in Genesys world again, LDS would be able to recognize it.
Needless to say, I was to avoid this, because:
1. it adds unnecessary 4 seconds to the call (time I would add to that unmonitored DN in order to ensure that transfer completes)
2. we would need to modify a lot of callflows here.
Is there a way to have LDS to link up TransfferedConnID with ConnID without purchasing IVR seats?
